Real Time Analyst

Real Time Analyst - Up to £24k - Crossflatts - Permanent- two required

Description

A fantastic opportunity to join the established Real Time team based in Crossflatts has become available.

This is a great opportunity for someone looking to progress their career in a business area which offers a varied workload in managing the day-to-day operation of telephony departments, and allows the opportunity to work across a variety of business areas.


Main Responsibilities

You will hold a crucial role in analysing, monitoring and reacting to real-time staffing levels and call volumes to assist in the scheduling of all non-core activity to ensure maximisation of resource utilisation across operations. You will facilitate the intraday management process to achieve business service level objectives while maximizing efficiency and occupancy.

You will be responsible for ensuring the business have a clear and transparent view of operational performance and adherence of monitoring on inbound and outbound teams through Intra-day management.

Pro-actively, you will establishing positive relationships with stakeholders, working with the department managers, team leaders and real time analysts. You will also work with finance and planning to deliver accurate and robust volume forecasting, resource plans (including scheduling models) for delivery to the floor and monthly/quarterly/annual budget reviews.

A key part of the role is also to ensure that the department own and control people processes (holiday, absence, attrition, flexible working etc.) to ensure internal policies are followed.


The Ideal Candidate

You will need to have detailed knowledge of contact centre technologies including ACD systems, and a good understanding of contact centre resourcing, controlling and reporting methodologies. Within the role you will be dealing the analysis and interpretation of inbound and outbound lead/lag indicators in a people focused operation.

This is a fantastic opening to join an established team who systematically deliver accurate and timely information in a challenging environment of continuous process improvement.


About The Company

Our client is the UK's largest third-party mortgage servicer, with 3,000 employees managing over £70bn of assets for over 60 clients across 500,000 customer accounts. Our outsourced mortgage servicing solutions include exceptional debt management and customer service capabilities, mortgage origination, asset trading, best-in-class analytics and much more.

As well as the UK and Ireland, our client also services mortgages in the USA and manages more than a million residential mortgage accounts globally.

our client is listed on the Australian Securities Exchange and employs 16,000 people around the world, including over 4,000 in the UK.

Our clients UK headquarters are in Bristol, with their mortgage servicing operation based in Skipton and Crossflatts in Yorkshire, Doxford near Sunderland and Derry in Northern Ireland.

Our client has also been recognised for its global environmental efforts and as a good employer for working families.

Shift Patterns

They work shifts between 8am and 8pm, mostly 8am - 4pm / 12pm - 8pm and some 10am - 6pm